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Overview

With CE 6.1 Geomant introduced a new – optional – work item distribution algorithm ('ACD') next to all the existing, proven, industry standard alternatives in use in the product for a long time. This new method opens up the contents of all inbound queues for all the designated agents, letting them pick the work items deemed the most important based on their own judgement. Work items showing up in queue can also be tagged with priority information fetched from any customer backend system.

This functionality is optionally installed and configured – it does not get deployed using the MSI packages.

The Cherry-picking ACD components can be colocated with but do not necessarily have to be deployed on any of the CE Core Host computers.

Thic article details the installation as well as the configuration of the module.

Note

Cherry picking ACD is currenlty available for a single queue and single skill - if multiple queues or skills are required to be handled in this fashion, multiple instanced need to be deployed of the add-on.

Routing and fallback strategy

Cherry - picking utilises the Contact Expert external ACD feature - allowing the agent to see the real time queue content and choose the appropriate interaction based on customer information provided by an external data source.

The agent is able to reserve a single or multiple work items that are delivered based on the work items priority and wait time. A user has also the ability to cancel a reserved.

In case of the cherry picking external ACD the fallback strategy to the built-in CE ACD works as follows:
  • If the "External Routing Onlyflag in the CE external ACD policy is enabled then CE never falls back to the built-in ACD strategy. Even if the external ACD becomes unavailable. In case of an unavailable external ACD the system administrator should do one of the followings:
    • fix the external ACD to become available again
    • disable the "External Routing Onlyflag in the CE external ACD policy
    • disable the "External Routing Enabled" flag in the CE external ACD policy
  • If the "External Routing Onlyflag in the CE external ACD policy is disabled then CE falls back to the built-in ACD stragegy for each interaction which are not cherry picked by agents.

Installation

The feature has the following prerequisites:

Deploy .NET Core 2.1 Hosting Bundle

  1. Download the latest v2.1 Hosting Bundle edition for Windows.

  2. Execute the installer as a local administrator.

  3. Restart the computer.

Deploy the CQService

Prepare the service

  1. Create a folder for this component, for example C:\Geomant\CherryPickingACD\CQService

  2. Copy the CQService package into this folder

  3. Log on to the CE Portal with an account having deployment administrator privileges

  4. Create a new user with ResourceInfoAPI name, set a password and associate the Super Administrator role to it

Configure the service

  1. Open the appsettings.json file in the above folder and configure the followings
    1. Set ServicePathBase to point to the URL base: CQService
    2. Set CustomerInfoApiUrl to point to the CustomerInfo method, like https://[HOST FQDN]/CustomerInfoSVC/api/customerinfo (make sure you put at least a "." into this field)
    3. Set ManagementSvcUrl to the base URL of the CE Management Service: http:// [HOST FQDN]/cemanagementsvc
    4. Set ManagementSvcUserName to the name of the user created: ResourceInfoAPI
    5. Set ManagementSvcUserPassword to the password of the user created
    6. Set DisconnectedResourcesReservationTimeoutSec to a time period until the system will use to keep reservations for disconnected clients

Create the web application

  1. Open IIS Manager with a local administrator account

  2. Create a new application pool with the following parameters
    1. Name: CQServicePool
    2. .NET CLR Version: No Managed Code
    3. Managed pipeline mode: Integrated
    4. Start application pool immediately: false

  3. Create a new application:
    1. Alias: CQService
    2. Application pool: CQServicePool
    3. Physical path: the install folder of the service (see the install steps above)

  4. Start the application pool and confirm it stays running

Check the service operation

  1. Open the swagger interface of the service and verify that the page is loaded correctly. (http://[FQDN of the server]/cqservice/swagger/)

  2. Open the CQService.log file in the service directory's Logs folder and find the entries covering the launching of the service. Confirm that the configuration parameters correspond to the values set previously in the appsettings.json config file.

Deploy the CQUI Service

Prepare and configure the service

  1. Create a folder for the component, for example C:\Geomant\CherryPickingACD\CQUI

  2. Copy the CQUI package into this folder

  3. Open the appsettings.json file in the above folder and configure the followings
    1. Set PublicAddressRoot to point to the Host computer: http://[HOST FQDN]
    2. Set SignalRHubURL to point to the communication URL of the CQService: http://[HOST FQDN]/CQService/client

Create the web application

  1. Open IIS Manager with a local administrator account

  2. Create a new application pool with the following parameters
    1. Name: CQUIPool
    2. .NET CLR Version: No Managed Code
    3. Managed pipeline mode: Integrated
    4. Start application pool immediately: false

  3. Create a new application:
    1. Alias: CQUI
    2. Application pool: CQUIPool
    3. Physical path: the install folder of the service (see the install steps above)

  4. Start the application pool and confirm it stays running

Check the service operation

  1. Open the website and verify the icon – representing an empty list – is displayed. (http://[HOST FQDN]/CQUI/)

  2. Open the CQUI.log file in the service directory's Logs folder and find the entries covering the launching of the service. Confirm that the configuration parameters correspond to the values set previously in the appsettings.json config file.

Deploy the CQPlugin for CE

  1. Create a folder within the CE path, by default this should be C:\Geomant\CE\ACDPlugins\CQPlugin

  2. Copy the CQPlugin package into this folder

  3. Open the CQPlugin.dll.config file in the above folder and configure the followings
    1. Set CQServiceACDUrl to the URL of the CQService routingpairs method: http://[HOST FQDN]/cqservice/routingpairs

CE Configuration

Configure the External ACD

  1. Log on to the CE Portal with deployment level administrator privileges

  2. Navigate to the External ServicesACD Plugins form and create a new item with the following details:
    1. Name: CQPlugin
    2. Assembly name: CQPlugin
    3. Tenant: specify the tenant where the ACD should operate

  3. Navigate to the External ServicesACD Policies form and create a new item with the following details:
    1. Tenant: specify the tenant where the ACD should operate
    2. Name: Cherry-picking
    3. ACD Plugin: CQPlugin
    4. Request Timeout: 60000
    5. Tenant Default: True
    6. External Routing Enabled: True
    7. External Routing Only: True

Configure Agent Policies

Among others, CE Agent Policies control what web pages are loaded into the CE Agent Application when working with various tasks. Contact Expert 6.1 introduced a new policy setting that allows external application to be embedded in the Agent Desktop, providing additional information to the user while logged in, the new setting is called Companion URL and the queue item selection page "cherry pick" should be configured here in order to be always visible.

Companion URLhttp://{domain_HttpAddress}/CEQueueSelection/public/index.html?sd_ResourceID={gc_ResourceID}

Additionally other policy setting can be reconfigure to show the queue selection list, by default, the CE servers load the standard pages, this can however be changed manually to accommodate new and different pages provided by the Cherry-picking components. The following URLs are changed to load pages from the Cherry-picking component CQUI.

Contact Search URLSet the URL to load the queue work item selection "cherry pick" page instead of the contact lookup page.http://{domain_HttpAddress}/CQUI/?ResourceID={gc_ResourceID}
Default History URLSet the URL to load the queue work item selection "cherry pick" page instead default page that is shown after login.http://{domain_HttpAddress}/CQUI/?ResourceID={gc_ResourceID}
Embedded Email URLSet the URL to load the queue work item selection "cherry pick" page instead pages shown during interaction handling, customer history, customer details and email editorhttp://{domain_HttpAddress}/CQUI/?ResourceID={gc_ResourceID}

Change logging details

To change the logfile locations:
  1. Open the log4net.config file in the CQService and / or the CQUI service folders in a text editor

  2. Edit the value parameter of the log4net > appender > file node to reflect the new location of the log files
To change the log detail level:
  1. Open the log4net.config file in the CQService and / or the CQUI service folders in a text editor

  2. Edit the value parameter of the log4net > root > level node to reflect the new log detail level. Valid options are: ALL, DEBUG, INFO, WARN, ERROR, FATAL, OFF – in a decreasing level of detail.

CEQueueSelection sample page

CEQueueSelection is a webpage to demonstrate how CQUI can be embedded into a corporate website. It also shows aspects of how to use the Event SDK.

Prepare the sample webpage

  1. Create a folder for the component, for example C:\Geomant\CherryPickingACD\CEQueueSelection

  2. Copy the CEQueueSelection package into this folder

  3. Open the index.html file in the public folder of the above path and change the followings
    1. Set CQUI_URL to point to http://[HOST FQDN]/CQUI
    2. Set CQUI_WIDTH to specify the width – in px – of the component within the webpage
    3. Set DETAILS_URL to specify where the information pertaining to the queue work items is loaded from, point to http://[HostFQDN]/CEQueueSelection/public/details.html
    4. Set PARAM_AGENT_ID to specify the name of the parameter referring to the agent ID
    5. Set PARAM_CONVERSATION_ID to specify the name of the parameter referring to the conversation ID
    6. Set PARAM_CALLER_ID to specify the name of the parameter referring to the caller ID (phone number, SIP URI or email address)

  4. Open the details.html file in the public folder of the above path and change the followings
    1. Set the hostURI parameter to point to http://[HOST FQDN]/CQService/event
    2. Set the proxyService parameter to the URL of the customer info proxy service

Alter CE Agent Policies

These Agent Policy URLs are now changed to load information from the CEQueueSelection sample website:

Companion URLhttp://{domain_HttpAddress}/CEQueueSelection/public/index.html?sd_ResourceID={gc_ResourceID}

Additionally you can also set the following

Contact Search URLhttp://{domain_HttpAddress}/CEQueueSelection/public/index.html?sd_ResourceID={gc_ResourceID}
Default History URLhttp://{domain_HttpAddress}/CEQueueSelection/public/index.html?sd_ResourceID={gc_ResourceID}
Embedded Email URLhttp://{domain_HttpAddress}/CEQueueSelection/public/index.html?sd_ResourceID={gc_ResourceID}&sduid={sd_SDUID}&contactid={sd_ContactID}&campaignid={sd_CampaignID}

Create an IIS Virtual Directory

  1. Launch the IIS Manager with an administrator account

  2. Navigate to the proper site you wish to add the CEQueueSelection page and right-click on it

  3. Select Add Virtual Directory, and specify
    1. Set Alias to CEQueueSelection
    2. Set Physical path to the above folder